Overview In this role you drive the end

-to-end introduction and operation of new products and capabilities at a integral scale.
You connect Product, Engineering, Operations, Support, vendors, and customers to solve complex incidents and drive continuous improvement of platform and customer experiences.
You lead hypercare, guide production transitions, and translate insights into actionable enhancements for reliability and usability.
This is a high-impact, ownership-driven position that shapes product direction and how services are monitored and supported across the organization.

You will work at the intersection of technology, product, operations, and customer experience, delivering measurable impact.

Responsabilidades

- Perform hands-on troubleshooting using logs, traces, APIs, data, and system behavior to define resolution paths.
- Lead high-severity escalations with authoritative technical direction and timely communication.
- Drive vendor escalations with SLA governance and proactive follow-ups with major vendors (e.g., Microsoft, Adobe, AWS, Cisco).
- Collaborate with Engineering to deliver root-cause fixes, validate solutions, and implement preventive controls.
- Partner with Product to identify platform gaps and opportunities for workflow or UX improvements.
- Explore new features, systems, APIs, and integration patterns for operational impact.
- Define operational readiness criteria, support models, observability needs, escalation paths, and knowledge requirements.




- Lead hypercare for launches and manage a controlled transition into Operations and Support.
- Identify adoption, stability, usability, and supportability risks pre- and post-release.
- Map legacy processes and platforms to support modernization efforts.
- Analyze customer and agent journeys to reduce friction and improve UX/CX.
- Analyze MTTR, SLA trends, and bottlenecks; publish weekly metrics and insights.
- Identify automation opportunities and improve Zendesk workflows and self-service deflection.

Requisitos principales

- 10+ years in Technical Support Engineering, Escalations, SRE, Solutions Architecture, Product Operations, or advanced Support Engineering.
- Ability to understand unfamiliar systems quickly and map technical and operational dependencies.
- Understanding of product lifecycle, release readiness, hypercare, and production transition.
- Experience diagnosing distributed systems, integrations, and SaaS platforms.
- Strong ability to interface with strategic enterprise customers and communicate complex issues clearly.
- Hands-on experience with vendor escalation processes and SLA governance.
- Strong knowledge of MTTR, incident management, and relevant KPIs.
- Curiosity and creativity in discovering new technical capabilities and alternative solutions.
- clear and effective communication
- ownership and accountability
- collaboration across cross-functional teams
- Datadog (log search, traces, monitors, dashboards)
- REST API troubleshooting (Postman, cURL, authentication, JSON)
- experience with distributed systems and SaaS platforms

📌 Principal Support Engineer (Barcelona)
🏢 Ingram Micro
📍 Barcelona